“At the end” of the series of complex airport operations is the lost and found operator. The customer satisfaction and the future choice of the service also depends on the resolution of the problems related to a bad service that may have occurred. In this last contact with the customer, the operator needs to show a specific technical knowledge of the baggage research procedures but especially the human ability to face critical and uneasy situations with special assistance and attention. In this context the operator proves the importance of a complete professional preparation whose aim is to improve the customer care and eventually improve the economic side and the reputation of the companies that offer this type of service.
Airport operators and handling companies; airport managers.
Objectives of the course